Experience

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  Orix e-business division

  Sept 2002 - Apr 2005

  Software operations / development executive

  • Assisting in the planning, specification, design, development, implementation and maintenance of customized application software systems.• Complete MIS support, data reconciliation, data verification, data transfer from online and back-office servers. Customized reporting developed on Crystal Report and Report Builder.• To provide business related assistance in day-to-day task, Supervise and insure Smooth run of Complete Business operations.• Performing ongoing reviews with users and developers and responds to requirement requests. Show less

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  Mobilink

  Mar 2005 - Sept 2014

  • Bridge coordination and provide support to inter departments such as Business Intelligence, Service Centers/Franchises, Mobilink Club Members, Engineering Teams, Billing Team, OMT Team, Call Centre etc. to ensure satisfactory operation.• Implementing the policies and procedures for effective performance.• Introduced a new reporting tool which helps to increased staff efficiency and smooth operations.• Implementing segmentation, prioritization defined and implemented that was never done before.• Conducted weekly training sessions with the team to keep them abreast with the system.• Initiated monthly technical meetings with core network team and customer operations department to raise flags related to service delivery.• Developed Adherence Monitoring System and Scheduling of staff with complete action and workforce management plan.• Evaluating Performance of Team, Monitoring the Key Performance Indicators of the Team members. Show less • Coordinate and maintain Subscriber Management Services by using effective customer based applications.• Developed a mechanics to stream line and design work flow structure.• Insure timely execution of CRM system failed commands.• Conduct trainings of knowledge base to enhance overall efficiency and system handling.• Resolve problematic numbers queries i.e. (Signal/balance not update/SMS/VAS etc).• Coordinate with inter department to resolve customer queries and issues.• Coordinate and maintain Subscriber Management Services by using effective customer based applications.• Developed systems to keep a track record of fool proof operations. Show less

  • Assistant Manager / Sr. Analyst Systems and Operations Customer Care

    Feb 2013 - Sept 2014

  • Team Leader - Network Complaint Unit

    Jan 2010 - Feb 2013

  • Coordinator Switch Operations

    Jan 2008 - Dec 2009

  • Coordinator/Team Lead Prepaid Adjustments

    Mar 2005 - Dec 2007
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  K-electric

  Sept 2014 - Feb 2021

  • Successfully managed and revamped the overall experience of Customer Care.• Development of SOPs for the entire Customer Care Department.• Member of development of SQ for the entire Customer Care Department.• Successfully implemented the SQ in Customer Care.• Group member of the Budget Forecast for the entire Customer Care Department.• Implementation of Departmental Restructuring and Cost Cutting.• Expertise in ERP system SAP (CRM/ISU) module utilization.• Implemented the comprehensive reporting / presentations to gauge the Trends and Analysis.• Evaluating Performance of Team, Monitoring the KPI of Customer Care.• Implementing the policies and procedures for effective performance of Customer Care.• Team and Operation Management, Data Audit and Management of Team Workload. Show less

  • Branch Manager - Customer Care

    Oct 2016 - Feb 2021

  • Deputy Manager Customer Care

    Sept 2014 - Oct 2016
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  W brothers

  Feb 2021 - now

  Entrepreneur

  Own Business